Team Lead Bilingual Spanish, Customer Care City Utilities Remote 100%

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you an exceptional leader who AIMS HIGHER. REACHES FARTHER when it comes to engaging others to achieve success? Can you ACT BOLD.BE PASSIONATE in delivering constructive feedback to individuals that will help improve their skills? Can you BE ONE.HELP MANY that encourages everyone to be their best in everything they do and provide an excellent customer experience each time? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

THIS IS FOR YOU!

We are hiring a Team Lead Bilingual in Spanish who will support a team of customer service representatives remotely in the US. This Team Lead is responsible for motivating, recognizing, and rewarding, coaching, counseling, and problem solving. They will work diligently to meet department goals for appointments. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks.

RESPONSIBILITIES:

• Assist the Supervisor in leading a team of up to 17 agents
• Assist leadership with daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling
• Provide advanced-level customer service, handle account adjustments, and escalated inquiries
• Coach and develop customer service employees by auditing live calls or doing side-by-sides and delivering real-time feedback
• Responsible for team achieving client goals
• Manage schedule adherence, including Agent State
• Meet with individual agents on a weekly basis to discuss goals, objectives, and issues
• Manage time-off requests and attendance
• Make effective/appropriate decisions relative to corrective action as required

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 20 Mbps Download Speed & 10 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services)
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use)
• Dedicated, Quiet, & Secured Workspace with No Distractions
• A USB Wired Headset with Noise Canceling Microphone

ADDITIONAL REQUIREMENTS:

• 18+ years of age & High School diploma or its equivalent
• 2 years of customer service experience in a call center, Utilities experience a plus
• Bilingual in Spanish
• Knowledgeable with Microsoft 365 programs such as Excel and Word
• Excellent verbal and written communication
• Database management for client requirements
• Professional positive and motivating attitude
• Ability to mentor, motivate, and provide constructive feedback
• Hours of operation Mon-Fri 8am-5pm

PERKS & BENEFITS

• Competitive pay based on experience
• Stable Full-Time Employment
• Access up to 50% of your pay immediately after your shift
• Health Insurance (Medical, Dental, Vision) & Other Benefits
• Pet Insurance
• Paid, Virtual Training
• Remote work environment
• Opportunity for Professional Development

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to [email protected].